eHarmony is a growing, global technology company built on the belief that marrying computer science and relationship psychology can change the way people find their most significant relationships. Do you want to bring happiness to people’s lives while working with amazingly talented colleagues?

We’re looking for innovators and problem solvers who are passionate about taking on the biggest of challenges. We were the first to introduce matchmaking into the online dating space, and we do it better than anyone else. We’re the Netflix where your movies have to like you back; we’re the LinkedIn where you love your connections; and we’re the place long-lasting, meaningful relationships are built online. How much of an impact do we have? Nearly 5% of all marriages in the U.S. are created by eHarmony. That’s 271 marriages per day.*

eHarmony is pre-IPO, well-funded and profitable. In 2011 were named #23 on the list of Business Insiders’ 100 World’s Most Valuable Start-Ups. We have more than 33 million registered users spanning across 150 countries and have launched country-specific services in the United Kingdom, Australia, Brazil and Japan and through our affiliation with eDarling, have a presence in 11 countries throughout continental Europe. Our competitive compensation package includes a base salary, discretionary bonus, stock options, free drinks and snacks, ping pong, video games and an on-site chair masseuse. Our 65,000 square foot headquarters is located in Santa Monica, CA, just blocks from the Pacific Ocean.

JOB SUMMARY
The Trust & Safety team supports eHarmony’s reputation by preventing and resolving issues that pose risk to the company and its customers or that negatively impact the customer experience. Department functions include developing and deploying passive and active preventive measures, incident investigation and analysis, enforcement of eHarmony’s terms and conditions, and working with other business units to recommend process and policy changes that improve the customer experience.

The Trust & Safety Analyst (specialty in budget, invoicing, and workforce management) will:

Perform in-depth research, investigation, and analysis of Trust & Safety and Customer Care policies, procedures, and programs as directed by department leadership and complete presentations showing findings clearly and concisely
Assist Trust & Safety specialists in completing their work
Manage invoicing, budgeting, and related reporting for both the Trust & Safety and Customer Care teams
Provide analysis supporting scheduling and workforce management for both the Trust & Safety and Customer Care teams
Exercise sound judgment and initiative related to case work, analysis and investigations

ESSENTIAL FUNCTIONS
Perform in-depth research, investigation, and analysis of Trust & Safety and Customer Care policies, procedures, and programs as directed by department leadership and complete presentations showing findings clearly and concisely

Complete assigned recurring analyses and reports on time and in a way that meets accuracy standards set by department leaders
Proactively propose new analyses and reports to address self-identified needs
Create presentations of analytical results suitable for intended audiences (department leaders, leaders of other departments, outside entities)
Recommend opportunities to improve the customer experience, efficiency and/or quality of work performed
Document research, case findings and investigation outcomes via dossiers, ad-hoc reports and appropriate system notes
Create process flows and procedures as needed to document existing and planned work processes
Perform detailed analysis related to business issues faced and prepare and deliver presentations for staff related to findings
Perform User Acceptance Testing related to project and new system implementations
Assist Trust & Safety specialists in completing their work

Review, investigate and communicate with customers on variety of incidents related to escalated customer complaints, risk/fraud cases, criminal behavior, legal threats and payment disputes
Research customer account and behavior trends and determine root cause and appropriate resolution of issues leading to customer issues
Complete incident case work independently, following department and company guidelines and policies and by exercising sound judgment
Provide coaching/training for new employees and assist with questions/concerns from team regarding incident work
Perform quality assurance audits of Specialist and Processor cases worked
Assist with supervising department workflow and maintain appropriate reporting and tracking of production related data
Manage invoicing, budgeting, and related reporting for both the Trust & Safety and Customer Care teams

Complete assigned budget-related tasks accurately, completely, and on time, including, but not limited to:
o Monthly invoices and reconciliation documents for vendors
o Weekly rollups for department leaders
o Requested reports, invoices, etc. for accounting and finance teams

As requested, prepare presentations on finance and budget-related issues for department leaders
Provide analysis supporting scheduling and workforce management for both the Trust & Safety and Customer Care teams

Complete assigned schedule and workforce management-related tasks accurately, completely and on time, including, but not limited to:
o Staffing needs forecasts for both Trust & Safety and Customer Care teams (yearly, quarterly, monthly, weekly)
o Shift bid documentation for Customer Care, including shifts that best fit projected staffing needs based on available heads (quarterly)

As requested, prepare presentations on workforce and scheduling issues for department leaders
Exercise sound judgment and initiative related to case work, analysis and investigations

Demonstrate mastery of assigned responsibilities
Show initiative and a sense of ownership, going above and beyond specific direction to support accomplishment of department and company goals
Volunteer expertise to support department and company projects outside of the scope of job duties, as feasible
JOB QUALIFICATIONS

Critical thinking and judgment
Investigative and research skills; experience with large databases and research tools like Lexis-Nexis preferred
Keen analytical and problem-solving skills
Ability to multi-task and work in a fast-paced professional environment
Strong organization and time management skills
Above-average written and verbal communication skills.
Ability to handle sensitive customer issues with high degree of professionalism and understanding.
Bachelor’s Degree or minimum three years directly-applicable work experience
Directly-applicable work experience, including handling of escalated customer issues/complaints; performing analysis/data studies; direct involvement in process improvement initiatives
Superior interpersonal skills.
An unwavering commitment to the expectations and requirements of eHarmony’s subscriber base.
Unquestioned integrity and ethics.
Proficiency and extensive experience with customer care and risk management-related software (in-house customer account management systems, CRM tools [RightNow preferred], etc.)
Proficient in Microsoft Office — Excel, Word, PowerPoint, Visio
Proficiency with 10-key keypad.
Typing skills (min 45 wpm)
Superior analytical and interpersonal skills.
An unwavering commitment to the expectations and requirements of eHarmony’s subscriber base.
Unquestioned integrity and ethics.
Ability to handle sensitive information with appropriate confidentiality and professionalism.

Click here to apply.

• Location: Santa Monica
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